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Microsoft response to Q&A in comment section (Call-Back support announcement)

Are we to assume this excludes business down? Does this mean that "Server Down" support calls will no longer be free?

Microsoft Response:

This business change includes Business Critical Partner Support yet does not change any of the benefits of that program. Business Critical cases continue to be offered at no charge to our partners, the only change is that we will call you back once you call into 1-800-936-4900 to create the incident. Please note - we currently do not allow Severity "A" or BCPS cases to be submitted online (we plan on adding this in the future), at this time the online tool only covers "Pay Per Incident" or contract cases (Software Assurance, MSDN/TechNet, etc.).

Please continue to call BCPS cases into customer service until we update our online submission portal.